私達カスタマーサービス＆サポート部門は、マイクロソフトと有償サポート契約を締結されたお客様を中心に、高い技術力を軸にハイレベルなサービスを提供することを主な業務としております。単純に技術支援にとどまらず、お客様のビジネスの成功を通じてより密接なマイクロソフトとのパートナーシップの構築に貢献することが私達のミッションです。

パートナー テクニカル アドバイザーのミッションは、マイクロソフトの製品サポート業務を行うデリバリーパートナーのチームに対して、ビジネス、技術の面であらゆる支援を行い、サポート エンジニアの成長を助け、お客様に最高のサービスを提供することです。

そのバックエンドでは、マイクロソフト社内の各種担当者や製品開発部門など世界中のエンジニアと、最高のサービスを提供するために協業します。また、品質向上のための米国開発本部へのフィードバックなどQA対応以外の責任も持ちます。

マイクロソフトの様々なテクノロジーに触れ、自身の技術力を向上させながら、デリバリー パートナーのチームをマネージするリーダー的な役割です。サポート エンジニアとしてのご経験、サプライヤー マネジメントのご経験をお持ちの方、リーダーとしてチームを成功に導く意欲をお持ちの方からのご応募をお待ちしております。

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

A Partner Technical Advisor (PTA) is a service delivery focused subject matter expert. They are responsible for incident metrics such as Customer Satisfaction (quality of the support experience), frontline engineer technical readiness and process compliance. They provide in-depth technical and subject matter expertise for one or more services or scenarios. Their primary accountability is to the engineers at a support vendor (also known as a supplier or delivery partner), focusing on the higher volume services and engaging through technical and subject matter expert mentorship, readiness and escalation management. They are expected to contribute to technical expertise and issue resolution globally.

Responsibilities

Core (all people in this role perform these duties; depending on tenure some duties may be minimal)

• Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates

• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.

• Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)

• Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))

• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)

• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)

• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)

• As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.

• Provide Frontline Technical or Sales Operations Oversight to Delivery Partners

• Optional (people in this role may perform these duties, can vary by line of business)

• Provide Frontline Operations Metrics Oversight

• Participate in DP ROB (WBR, QBR, MBR)

• Participate in Product Group Triages (coordinated with Eng. and Service TAs)

• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP ResourcesParticipate in Technical and SME Interviews for New PTA Hires

• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

• Run Non-Top Box and Deviation Analysis (including Approval)

• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.

Qualifications

Language Qualification

• Japanese Language: fluent in reading, writing and speaking

• English Language: confident in reading and writing; moderate spoken English skills

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Math, or equivalent’s experience.

• Experience - Technical proficiency in and learning attitude toward Azure technologies; previous experience as a member of one of the Azure Subscription Management and Billing Area.

• Proven ability to lead people to achieve success

• Familiarity with Azure and/or compete cloud products

• Strong customer service, communication, problem-solving and interpersonal skills

• Problem-solving skills

• Self-motivation and an ability to use initiative

• Self-motivated and directed.

• Proven ability to lead people to achieve success.

• Capacity to deal with difficult customers and ability to thrive in ambiguity

• This position may require you to work a rotational On-Call schedule, evenings and weekends shifts. Please note that shifts might change according to business needs.

• 2+ years of experience managing or mentoring individual contributors

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .